AI Support Engineer, Government
Supports U.S. government and public-sector customers by troubleshooting complex SaaS and platform issues, resolving escalations, and translating compliance needs into actionable guidance. The role also builds automation and AI-powered workflows and requires 8+ years of technical support or engineering experience.
About the job
Responsibilities
- Support public sector customers, including U.S. government agencies and teams operating under FedRAMP requirements.
- Troubleshoot complex technical issues and translate security and compliance needs into clear next steps.
- Serve as a technical expert on OpenAI products and platform capabilities.
- Act as an escalation point for complex issues, partnering with customers and Engineering to resolve problems and prevent recurrence.
- Use scripting and AI capabilities to improve internal tooling and automate operational workflows.
- Partner with Product and Go-To-Market teams to scale solutions learned from customer issues.
- Identify and implement automation and AI-powered workflows that improve efficiency and reduce manual effort.
- Provide occasional holiday and weekend on-call coverage.
Requirements
- 8+ years of experience in User Operations, Engineering, Support Engineering, or similar technical roles.
- Experience using emerging AI technologies to script or engineer code for automation and tool integration.
- Expert-level SaaS troubleshooting skills and ability to understand new technologies quickly.
- Strong enterprise communication skills, including during high-stakes live incident calls.
- Proven ability to build relationships with customers and cross-functional partners to resolve complex issues.
- Exceptional critical-thinking, problem-solving, and technical communication skills.
- Bachelor’s degree in Computer Science, Computer Engineering, another relevant technical field, or equivalent practical experience.
- U.S. citizenship and ability to obtain and maintain a Tier 4 (High Risk Public Trust) background investigation.
Nice-to-haves
- Experience in high-growth technology startups or similarly fast-paced environments.
- Familiarity with FedRAMP environments and public sector customers.
- Experience with automation, AI-powered workflows, or support tooling.
Compensation
- Annual salary range: $180,000–$260,000.
Skills
Python, OpenAI API, ChatGPT, Codex, SaaS, FedRAMP, Automation, AI Workflows, Incident Management, Technical Troubleshooting
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